Customer Services Executive

Outline:

The Customer Services Executive reports to the Deputy Customer Services Manager.  An important position within the department, the individual will be the first point of contact with both the internal and external customer.  The responsibilities of the role include satisfactorily resolving all customer queries in a professional and efficient manner. 

Queries are identified as internal (Telesales, Marketing, Publishers etc) and external (subscribers, books purchasers etc).

You will have an excellent telephone manner and a strong customer service focus.  Therefore you will need to be flexible and have the ability to work on your own initiative within a team environment. 

=============================================================

Description:

The key elements of the role will include, but not be limited to, aspects of the following:

• To handle professionally all queries (both internal and external) and resolve the query in an efficient manner.
• To input accurate information into the Customer Services Database.
• Updating the relevant databases when dealing with queries to ensure accurate customer data and notes.
• Ensure all communication (on and offline) are concise, accurate and of a high standard.
• Work with the team to ensure all queries are dealt with in a prompt, professional and efficient manner.
• To have read and understood the Fulfilment Guide and regularly keep up to date with new versions.
• Understand the working of all internal systems including the Back Office, AMPS and TDS’s XPS system.
• To have strong and professional relationships with internal clients, including (but not limited to) Telesales, Marketing, other areas of the Fulfilment Team and Editorial departments as well as external clients including (but not limited to) QSS and TDS.
• To create and distribute reports.
• Meet personal and team targets.
• Collect post for the department.
• Sort letters, faxes and print off emails to prepare for daily work.
• Prepare orders for the QSS Pouch and ensure that it is delivered to the mailroom daily.
• Keep the Magazine Library up to date, refresh new magazines and send old magazines to FE Pages.
• Demonstrate strong product knowledge.
• To perform ad hoc tasks and projects as required.

Please contact us by sending your resume in to mailto:david.shin@theingenuity.com

Data provided is for recruitment purposes only.